Merging Customer Experience Solutions for Better Digitization

Beth Worthy

1/14/2015

As a digital service provider, it is imperative you work towards enhancing your customers’ digital experience. Remember, the customer’s expectations will keep changing based on his requirements; but if you are able to integrate solutions that can meet those fluid expectations, you will be going a long way in optimizing your customer’s digital experience.

The Way Forward
So, what can you do to improve your customers’ digital experience? Well, the time has come to think out-of-the-box and offer your customers something that they will cherish and something that will make them into repeat customers.

Before the advent of SAP, most businesses were relying on individual modules of various Enterprise Resource Planning (ERP) systems to meet their business needs. Once SAP came into the scene, it offered integrated modules into a single suite, thereby allowing businesses more flexibility, efficiency and cost savings.

Similarly, when it comes to CXM, or customer experience management, it is necessary for service providers to come up with an integrated solution to boost customer experience. It doesn’t make sense for service providers to use a plethora of modules to meet their customers’ expectations.

Integrating Customer Experience Solutions
Today, businesses don’t buy individual ERP modules. They look for integrated solutions that offer more functionality and ease of work. So, why should service providers buy CXM modules? We already know technology is constantly evolving and developing. What is new today will be old and outdated tomorrow. The moment technology becomes outdated, it becomes less efficient, as it is unable to meet the demands of customers and users.

As a digital service provider, you definitely don’t want to offer your customers isolated and siloed delivery of data or data storage. It will do customer experience more harm than good. You should be looking at an integrated customer experience solution that makes your customers’ life easy and simple when it comes to accessing key data, reports and other digital information.

In the current business scenario, digital transcription service is highly sought-after. This is one area that benefits immensely from integrated customer experience solutions. It allows customers and service providers to be on a single platform, so that there is a seamless flow of information from both ends, leaving no scope for misunderstandings or communication gap.

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Digital Transcription Service and Customer Experience
Digital transcription service is a way to save time and money. This is a key factor that many companies fail to recognize and implement in their line of work. Labor-intensive transcription services can be outsourced to professional transcription companies that ensure error-free transcription with a quick turnaround time. This frees up businesses to use their manpower for more productive work and reduce their overheads.

However, transcription services require proficient and state-of-the-art data uploading and downloading technology. If this technology is outdated, it can wreak havoc at the customer’s end as well as at the service provider’s end. This is where integrated customer experience solutions can prove to be handy for both parties, but more so for the customer. Merging CX solutions can make the process of uploading and downloading data effortless and also allows the service provider to address customer complaints and concerns about quality and timely deliveries. It is needless to say that this will in turn boost business by several manifolds.

The Verdict
Businesses availing digital transcription service often use rich media, such as content, videos, image galleries and audio recordings to suit their business needs. Hence, it makes it necessary for transcription service providers to meet the needs of their customers, so that they can meet their business goals. By offering superior customer support and experience, transcription and other service providers can transform their customers’ digital experience for the better. Isn’t this what service providers want? The only way forward is merging various modules of customer experience solutions into a single module or suite and offering customers an experience of a lifetime!

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Beth Worthy

Beth Worthy is the Director of Operations for GMR Transcription Services, Inc an Orange County, California based company that has been providing accurate and affordable transcription services since 2004. She has enjoyed success at GMR for almost ten years now and has helped the company grow. Within two years of Beth managing GMR Transcription, it had doubled in sales and was named one of the OC Business Journal’s fastest-growing private companies. Outside of work, she likes spending time with her husband and two kids.